Company Statement

For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.

Director, Enterprise Operations Quality

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Director and Equivalent
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19078 Requisition #
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Lead EmblemHealth and CCI operational quality End-to-End project portfolios to reduce administrative and medical costs, improve core process efficiency, effectiveness and responsiveness, measure and improve business critical operational KPIs/metrics and increase customer loyalty; manage external consultants’ performance  to ensure SLAs are met.  Direct operational capability analyses of core business processes, human resources and technology to develop, sell and implement recommendations that drive operational excellence and customer loyalty objectives.

Responsibilities:
  • Lead EH and CCI executive leadership sponsored portfolio of enterprise level operational quality projects / initiatives that improve the efficiency and effectiveness of the organization via the application of Lean Six Sigma, Value Stream and Performance Management, Customer Experience, Core Process Auditing and Operational Capability Analyses. 
  • Identify future state opportunities and develop tactical plans that are input into the following year budget cycle. 
  • Provide operational quality expertise to senior line management to facilitate achievement of performance targets. 
  • Facilitate alignment of processes, human resources and technology as needed to achieve business objectives. 
  • Assume key role in administrative reengineering Initiative for the core operational quality work-stream.
  • Lead EH executive leadership sponsored portfolio of Customer Experience (CX) projects / initiatives that improve the loyalty of our customers. 
  • Direct the CX/VOC process to analyze and understand the drivers of customer loyalty. 
  • Develop CX improvement recommendations for presentation to the Consumer Value Committee (CVC). 
  • Chair the CX Committee which develops and implements CX Lifecycle improvements on behalf of CVC.
  • Lead, mentor and manage staff of operational quality professionals. 
  • Proactively coach each direct report to achieve the technical and interpersonal competencies required to realize project objectives. 
  • Manage achievement of project milestones with weekly tollgate reviews; intervene as required when objectives are not being met in a timely or effective manner.
  • Consult with executive leadership and senior management on the attitudes and practices of productivity and quality throughout the organization to develop and integrate an environment of change focused on operational excellence, accountability and customer responsiveness.
Qualifications:
  • Bachelors of Science degree is required
  • Master’s degree desirable
  • Lean Six Sigma Master Black Belt or Lean Master certification preferred
  • 10-12 years of relevant work experience required
  • 5+ years’ experience the following areas: Operations Management, Quality Management/Process Improvement, Operational Excellence, Change Management, Performance Management, Customer Experience required
  • Solid Coaching and mentoring skills to continuously develop staff core competencies required
  • Excellent leadership skills and the ability to influence senior management decisions required

EEOC Statement

We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

Sponsorship Statement

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.

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